Receive Reservation Request
(Hotel Reservation Inquiry)
Thought for the Day
•MOTIVATION
(Telephone Relay)
This lesson with the learning
competencies discusses and explains
effective telephone standards with
appropriate concepts on reservations
process for tourism or hospitality
product or services.
Presenting a professional image, both in
person and on the telephone, is very
important in the Office Skills profession.
Taking care of your customers over the
telephone and making them feel well
informed and appreciated is essential.
The task of the Front
Office to take and record
the reservation details of
customers is somewhat
similar to a cashier who
takes customer orders in
a fast food chain. It starts
from knowing the
customer’s demand, then
preparing for the product
to be served.
Take Note!
• Remember to answer all calls in a clear upbeat tone
and within 3 rings.
• If you respond to a call but you can’t hear anything at
all, repeat your greetings 3 times and then apologize
explaining that you can’t hear anything. Ask the
mystery caller to try calling back on a different line
before hanging up.
• provide friendly service
Procedure in Handling
Reservation Inquiry
1. Pick up the call in 3 rings
2. Greet the caller. Smile on the phone.
Example:
“Romanian Hotel.
Good Morning!
This is Donna.
How may I help you?”
3. Ask for the following details:
• NAME: “May I have your name?” or “May I have the name of the
person you are booking for?”
• DATE OF ARRIVAL: “May I have your arrival date Mr. Smith?”
• NUMBER OF NIGHTS: “How many nights would you be staying Mr.
Smith?
• NUMBER OF ROOMS: “How many rooms would you be needing?”
• TYPE OF ROOM: “What type of room would you be needing Mr.
Smith? We offer the Executive De Luxe room at $200.00, while the
Superior De Luxe room is at $300.00 rate.”
4. Provide an overview of the hotel’s feature
Example: “We have a 24 hour
coffee shop where the
complimentary breakfast is served,
a fitness center with Sauna and
Steam.”
5. Ask for the sales
• If the room is available: Reservation agent offers to make a
reservation. “Would you like me to make a reservation for you Mr.
Smith?”
• If the room is not available: The FO staff must offer an alternative
“I am sorry but we don’t have any available Executive room on the
28th of August Mr. Smith. Would you like me to book you to a Superior
Room instead?”
The FO staff must offer another room type, another day, or offer the
reservation to be waitlisted.
“Would you like to move your reservation to another date?”
7. Thank the caller
Closing a call as warmly as opening call
leaves the caller with a sense of confidence
that they have made the right decision.
“Thank you for calling Romanian Hotel.
We are looking forward to see you soon
Mr. Smith. Have a great day!”
Procedure in Handling Reservation Inquiry
1.Pick up the call in 3 rings.
2.Greet the caller. Smile on the phone.
3.Ask for the details of reservation.
4.Provide an overview of the hotel’s feature.
5.Ask for the sales.
6.Create a reservation record according to the
hotel procedure.
7.Thank the caller.
•Watch an AVP about Hotel Reservation.
• Observe if the FO followed the procedure
correctly.
•Evaluation: (Short Quiz)
•Assignment: Follow – Up Activity
Simulation in hotel reservation
(by partner)
